Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home from Silverthorne homes. We have air and noise coming in from the bathroom fan when it is off. We contacted the builder and they say this is normal and there is nothing they can do about it. We have had homes previously and never had this issue.

  

  Business Response

  Date: 04/10/2025

  When the homeowner initially reached out regarding the vent fan issue and provided a video to help show the issue, it was reviewed by our warranty team. Upon the review of the video that was provided, we did reach out to the owner and advised that the fan is vented to the outside of the home, and that with the high winds we have been having, that the venting can allow wind through the exterior vent causing the "gushing" sound that the owner was hearing. Silverthorne also advised that the venting to the exterior of the home is required and unfortunately this is not something that we would be able to fix. I have uploaded a screen shot from our portal to this message showing Silverthorne's response. We did reach out to the homeowner today 4/10/2025 and asked if they were available on 4/14/2025 for us to come by and make sure the fan and its components were functioning properly. But also advised the owner that if all components are working properly there would be no "fix" as per the building code the vent fan is required to be vented to the exterior of the home. 

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After moving into our new Silverthorne Homebuilders of ************************************************ home 10/22 we began to experience pervasive ongoing issues with ************ throughout that have resulted in catastrophic & continuing water intrusion through the building envelope ? Winter **************************** under our front door. All window sashes were frosted over w/ wind blowing through, requiring us to tape the windows to keep from freezing. We repeatedly raised the issue w/ Silverthorne & were told this was normal. Ultimately, we copied the owner in portal & a meeting was finally set up to address multiple concerns ? In Spring 23 Silverthorne arranged for ***** windows to inspect. They changed the window *********** were told the problem was fixed ? On 11/14/23, bedroom wall water damage was identified on **************** Form, Silverthorne said it was probably ice damming, refused to fix & simply painted over ? In Winter 23 we continued taping the *************** door issues remained ? In Spring ********************************************* caused significant/well documented flooding in our home from second floor through the walls, *************** into the basement ? After repeated attempts to contact Silverthrone(Winter 23 thru Spring 24), we sent a demand letter (certified receipt 05/20/24) which was also ignored ? In order to mitigate further damage, we replaced ************** while seeking financial resolution from ************. After continued non-response, we had no other choice but to send a formal demand letter 07/05/24 which was promptly responded to 07/19/24 w/refusal to reimburse ? In August 24 a second bad storm caused similar flooding. W/this storm, it became apparent Silverthornes substandard workmanship has resulted in a compromised building envelope We expect Silverthorne to remedy the water intrusion issues. All we really want is the first-class Silverthorne Homebuilders home that we paid for and have not received

  

  Business Response

  Date: 10/17/2024

  Complaint ID ********
  ***** *******
  *******************************************
  
  Silverthorne will be referencing several documents in this response that have been uploaded into the BBB portal.  We have investigated the file to see what was reported to us via our online CoConstruct Portal. 
  This home closed on 10/24/2022.  On 12/23/2022 Silverthorne was advised of an issue with a window seal.  Silverthorne sent someone out to access the situation and correct any issues.  Due to materials being needed the needed repairs were not completed the same day. Silverthorne confirmed with the homeowner on 3/28/2022 that the repair to the window was complete.  The homeowner confirmed and we closed the item out.
  On 3/24/2023 Silverthorne was advised that several of the windows in the home were leaking air.  Again,Silverthorne reached out to the Service Technicians and had them out at the home.  Silverthorne was advised that 6 of the window sashes needed to be ordered and replaced.  On 6/21/2023 we notified the owner via the portal that we were closing the items out as the work was completed on 6/16/2023. We received no response from the owner.
  On 10/24/2023 at 9am **** ***** Director of Warranty for Silverthorne was at the home for the one-year warranty walk.  During this walk at no time was a continued issue with the windows, or any issues regarding air/water intrusion brought to our attention. I have uploaded the paperwork for this appointment to the BBB portal.
  On 11/14/2023 the one-year workday occurred.  Not only did Silverthorne address the 6 items that were brought to our attention at the warranty walk on 10/24/2023, but also an additional 5 items that were added after the fact by the homeowner. One of the added items was the bedroom wall damage that is referenced in the complaint. This is item 11 on the workday sign-off sheet that has been uploaded into the BBB portal. The homeowner initialed off on all items and signed off that all work needed work was completed. 
  On 11/17/2023 Silverthorne sent a message to the homeowner that stated With the last remaining warranty item(s) completed, your online portal access will be archived. Please make note of our contact info if you should need assistance in the future. Thank you for allowing us to be part of your home building journey! **************************************** ************** warranty cell after that message Silverthorne archived the home as the 1-year new home warranty had expired on 10/24/2023.
  In the Certified Letter that was received by Silverthorne on 7/5/2024. Silverthorne has found the following to be false.
  In the Certified letter it is stated that Silverthorne was made aware of an issue with a door that allowed water intrusion.  The only item that was put into our portal system was for a front door issue was for a broken wood threshold.  This item was added to the portal by the homeowner on 3/18/2023, although this was not a warrantable item since this was broken by the homeowner, and the owner of this; Silverthorne replaced the threshold in April of 2023 as a courtesy. At no time was Silverthorne advised of any leaking from the door that had caused additional damage.
  The letter received by Silverthorne also states that there was water damage done due to the issues with the windows.  Again, Silverthorne had the Service Technicians out to address these issues the needed repairs and replacements were made. At no time was Silverthorne made aware of any water damage that was caused by the window issues.
  I have uploaded the letter that was received by Silverthorne from the homeowner to the portal, as well as the warranty walk form and the warranty workday form both that are signed by the owner.  In addition I have uploaded the response we sent to the demand letter that we received in July of 2024.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22418432
  
  I am rejecting this response because: 

  We categorically reject the business response

   

  As is often the case, latent construction defects will not present themselves until after the industry standard 12 month warranty has lapsed.  Construction errors/defects (such as substandard workmanship and improperly sealed or gaps in doors and windows) are outside the 12 month warranty (and well within the Statute of Limitations for both **** and ********)

   

  The poor workmanship needs to be addressed immediately before more damage occurs when winter and spring storms come. 

   

  We are asking the business to do the right thing here, and provide the appropriate repairs to maintain our propertys integrity and safety of our family.  We expect Silverthrone to remedy the water intrusion issues.  All we really want is the first-class Silverthorne Homebuilders home that we paid for and have not received.

   

  As stated on Silverthorne Homebuilders website :

   

  Building with Silverthorne Homes, you are guaranteed to get the quality you deserve and the relationship you can trust from your local hometown builder.

   

  If this complaint is not successfully resolved and requires mediation/arbitration we elect the BBB as the mediators/arbitrators.

   

  We will be uploading a separate document providing additional support.

  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/30/2024

  Per our previous response, any of the warranty items that were brought to our attention during the warranty period were addressed and completed.  We have provided documentation that shows Silverthorne completed the work and the owner of the home initialed and signed off that the work was completed.  At no time during the one-year warranty period was Silverthorne notified of any issues with intrusion of the elements inside the home, other than the window issues that were addressed and repairs completed. 
  The homeowner stated that the intrusion issues started in the winter of 2022.  We were at the home on 12/6/2022 for the initial 30-day warranty walk and no water intrusion issues were brought to our attention. I have reviewed the portal messages again and see that from 12/6/2022 until 1/17/2023 there was no communications regarding anything, outside of a request for an update on the windows.  The next message is on 3/27/2023 again nothing regarding intrusion of any kind.
  We were at the home in April of 2023 due to an issue with lighting and the ongoing issues with the windows.  Again, there was no mention of water/snow intrusion made.  Nor was this brought up during the year end warranty walk on October 24, 2023 or the year end workday on November 14, 2023.  If Silverthorne was not made aware of an issue, we would not have known there was one.
  Silverthorne maintains that any items that were brought to our attention during the warranty period were addressed, and the homeowners signed off that the repairs were made and completed. As the uploaded documents show. If the homeowners would like the information to contact the window and door company regarding the manufacture warranty on items we can supply that information for them.  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22418432
  
  I am rejecting this response because:
  We appreciate the assistance of the BBB.  If this complaint is not successfully resolved we elect the BBB as arbitrators.
  We categorically reject Silverthorne Homebuilders second response (see our reply below)
  We are asking Silverthorne Homebuilders to do the right thing here and provide the appropriate repairs to maintain our propertys integrity and safety of our family.  We expect Silverthorne Homebuilders to remedy the faulty construction including window/door seals that have resulted in water intrusion.  All we really want is the first-class home that we paid for and Silverthorne Homebuilders has not delivered.
  Below is our response to Silverthorne Homebuilders.  We have shown the HOMEOWNERS RESPONSE(HO) IN CAPITAL LETTERS and Silverthorne Homebuilders response(SHB) in lower case
  
  SHB 
  Per our previous response, any of the warranty items that were brought to our attention during the warranty period were addressed and completed.  We have provided documentation that shows Silverthorne completed the work and the owner of the home initialed and signed off that the work was completed.  At no time during the one-year warranty period was Silverthorne notified of any issues with intrusion of the elements inside the home, other than the window issues that were addressed and repairs completed.  
  HO
  CONSTRUCTION ERRORS/DEFECTS (SUCH AS SUBSTANDARD WORKMANSHIP AND IMPROPERLY SEALED OR GAPS IN DOORS AND WINDOWS RESULTING IN SUBSEQUENT WATER INTRUSION ISSUES) ARE OUTSIDE OF THE 12-MONTH WARRANTY.  OUTSIDE A CONTRACTORS WARRANTY WE HAVE THE RIGHT TO MAKE A COMPLAINT FOR CONSTRUCTION ERRORS.  IN OUR CASE THE CONSTRUCTION ERRORS WERE LATENT CONSTRUCTION DEFECTS.  THESE LATENT (HIDDEN/CONCEALED) FLAWS BEGAN TO MANIFEST THEMSELVES AND WERE NO LONGER HIDDEN AND ULTIMATELY BECAME PATENT (EXPOSED).
  
  SHB:
  The homeowner stated that the intrusion issues started in the winter of 2022.  We were at the home on 12/6/2022 for the initial 30-day warranty walk and no water intrusion issues were brought to our attention. I have reviewed the portal messages again and see that from 12/6/2022 until 1/17/2023 there was no communications regarding anything, outside of a request for an update on the windows.  
  HO:
  IN THE WINTER OF 2022 GAPS IN WINDOWS AND DOORS WERE REPORTED TO SILVERTHRONE HOMEBUILDERS(SHB) BY THE HOMEOWNER(HO).  IN SILVERTHORNES FIRST RESPONSE THROUGH THE BBB THEY STATED IN THEIR OWN WORDS ON 12/23/2022 SILVERTHORNE WAS ADVISED OF AN ISSUE WITH THE WINDOW SEALS.  BUSINESS SENT SOMEONE TO ASSESS AND CORRECT THE ISSUES.  THE HOMEOWNER WAS TOLD BY THE BUSINESS THE SEAL ISSUES WERE FIXED
  SHB:
  The next message is on 3/27/2023 again nothing regarding intrusion of any kind.  
  HO:
  IN SILVERTHRONE HOMEBUILDERS FIRST RESPONSE THROUGH THE BBB THEY STATED IN THEIR OWN WORDS ON 3/24/2023 SILVERTHRONE WAS ADVISED THAT SEVERAL OF THE WINDOWS IN THE HOME WERE LEAKING(AND) ADVISED THAT 6 OF THE WINDOW SASHES NEEDED TO BE ORDERED AND REPLACED.  BUSINESS CONFIRMED WITH THE HOMEOWNER THAT THE REPAIR WAS COMPLETE.
  
  
  SHB:
  We were at the home in April of 2023 due to an issue with lighting and the ongoing issues with the windows.  Again, there was no mention of water/snow intrusion made.  Nor was this brought up during the year end warranty walk on October 24, 2023 or the year end workday on November 14, 2023.   If Silverthorne was not made aware of an issue, we would not have known there was one.  
  HO:
  PER ABOVE RESPONSE, IN SILVERTHRONE HOMEBUILDERS OWN WORDS, WE WERE AT THE HOME APRIL OF 2023 DUE TO ONGOING ISSUES WITH THE WINDOWS.
  SINCE THE HOMEOWNER WAS TOLD BY THE BUSINESS THE LEAKING WINDOWS WERE FIXED AND SINCE THE WATER INTRUSION ISSUES WERE LATENT(HIDDEN) AT THE TIME, THE HOMEOWNER HAD NO REASON TO BELIEVE BUSINESS HADNT FIXED THE SEALS AS THEY HAD PROMISED. 
  
  
  SHB:
  Silverthorne maintains that any items that were brought to our attention during the warranty period were addressed, and the homeowners signed off that the repairs were made and completed. As the uploaded documents show. 
  HO:
  AGAIN, THIS IS A LATENT(HIDDEN) PROBLEM DUE TO CONSTRUCTION DEFECTS THAT SHB SAID THEY FIXED.  ADDITIONALLY, THERE WERE NO SNOW STORMS OR BAD RAIN STORMS BETWEEN THE TIME THE BUSINESS SAID THE SEALS WERE FIXED MARCH 23 AND THE FINAL WARRANTY WORK WAS SIGNED OFF ON **/14/23.
  HO:
  NOTE:  WATER DAMAGE WAS IDENTIFIED IN THE DOCUMENT *********** HAS POSTED (ITEM #** ON THE WARRANTY REQUEST FORM).  THE BUSINESS STATED TO THE HOMEOWNER THAT THE WATER DAMAGE WAS THE RESULT OF ICE DAMMING AND THEREFORE NOT COVERED BY THE WARRANTY (WE HAVE SUBSEQUENT DOCUMENTATION THAT IT WAS NOT THE RESULT OF ICE DAMMING, IT WAS A CONSTRUCTION ERROR THAT SHOULD HAVE BEEN COVERED IN THE WARRANTY WALK). 
  HO:
  THE HOMEOWNER HAD NO REASON TO BELIEVE THE BUSINESS HADNT FIXED THE PROBLEM.  IN REALITY, SILVERTHORNE HAD MERELY PUT A BAND-AID ON THE PROBLEM ALLOWING THE WARRANTY TO LAPSE.  THE LATENT(HIDDEN) CONSTRUCTION DEFECTS REMAINED UNDETECTED UNTIL WINTER 2023 (4 WEEKS AFTER THE WARRANTY WORKDAY OCCURRED) WHEN THE DRAFTS IN THE WINDOW SEALS REMAINED AND SUBSEQUENT WATER INTRUSION OCCURRED IN SPRING OF 2024 AND THE FAULTY CONSTRUCTION BECAME PATENT (EXPOSED).
  HO:
  HOMEOWEVER HAS TRIED REPEATEDLY TO CONTACT THE BUSINESS TO RESOLVE THE FAULTY CONSTRUCTION ISSUES (DOCUMENTATION AVAILABLE) BUT HAS BEEN CONSISTENTLY IGNORED BY THE SILVERTHORNE HOMEBUILDERS UNTIL WE CONTACTED THE BBB.
  SHB:
  If the homeowners would like the information to contact the window and door company regarding the manufacture warranty on items we can supply that information for them.  HO:
  FUTURE CUSTOMERS OF SILVERTHRONE ********************** NOTE:  IF THERE IS FAULTY INSTALLATION/CONSTRUCTION (OF WINDOWS, DOORS, ZIP SYSTEM, FURNACE, ETC.) THE MANUFACTURERS WARRANTY WILL BE NEGATED.
  This response is also attached as a file
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a Pre-Construction Contract with Silverthrone Home Builders back in May of 2023. I hired ************ Builders to give me pricing for an "on your lot" build. The Sales person i was working with name was *********************. I told *** that was budget was $500,000 and i was looking to build a ******* Model with a sun room. *** Showed me a Estimate price of $523,000 for the ******* Model with sun room. I sold my home and moved my family into my In-Law so we can use that money towards a down payment on the Silverthrone house. I proceeded with Silverthorne appropriate steps and paid $5000.00, signed the Pre-Construction contract to get "hard numbers". This process took over 4 months for Silverthorne to get me On Your Lot Pricing. ************'s price on the ******* Model was $107,000 MORE than the estimate, bring the total price to $630,000, which is $130,000 over my budget. I HAVE BEEN A VICTIM OF A BAIT AND SWITCH AND WOULD LIKE MY MONEY BACK!

  

  Business Response

  Date: 10/31/2023

  In regards to ******************* complaint:

  Silverthorne provides pre-construction services for a fee as a safety measure for our customers. In this example I feel the process worked as planned and prevented *************** from getting in over his head. While he might disagree with that assessment, our land and engineering experts along with soil testing and septic designers evaluated the lot. As an additional precaution our VP of Operations met the customer there on site to discuss the best possible way to reduce his cost for dirt and sitework. Looking through the email messages and notes in our CRM system, I see no time where ***************** (salesperson) shared any estimates around the $500-530k ***** Perhaps *************** misunderstood the process, but a house "floating in the air" might cost that much and then the site specific conditions (derived from the homesite that *************** already purchased) adds to that cost to arrive at a total cost. We still retain records of all the siteplans, soil borings and estimates and would be happy to provide *************** with those. Most of those will be needed to build a home with any builder. However a refund simply is not possible, in this particular example our job costing system shows $6246.44 in total costs for the site evaluation. We do not guarantee as part of the preconstruction process any price before that preconstruction process is completed. 

  We collect a $5000 fee for these services in an attempt to cover the costs of the pre-construction phase/services. As you can see we actually spent a little more on this site given some of the complexities it had and we did not elect to bill *************** for those services. We have had other customers who are unhappy with the end result BUT did not buy a lot and fully understood the costs and potential risks and were able to not proceed with the purchase of the land. It sounds like in this case *************** is upset that he cannot construct a home for the budget he has, but his proposed home was one of our largest 2 story home plans. Buyers in similar situaitons often need to pare back their plans in regards to the size of home being built due to the site conditions that exist. It appears from the records and email correspondence that *************** did not want to explore those options for a smaller home that would fit within his budget given the site conditions.

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20770630
  
  I am rejecting this response because:In regards to ******************* complaint:
  Silverthorne provides pre-construction services for a fee as a safety measure for our customers. In this example I feel the process worked as planned and prevented *************** from getting in over his head. While he might disagree with that assessment, our land and engineering experts along with soil testing and septic designers evaluated the lot. As an additional precaution our VP of Operations met the customer there on site to discuss the best possible way to reduce his cost for dirt and sitework.
  

  My Response- No VP of operations never met me on site, I was told he was going to be there and ***************** didnt show up.
  

  Silverthorne- Looking through the email messages and notes in our CRM system, I see no time where ***************** (salesperson) shared any estimates around the $500-530k ***** Perhaps *************** misunderstood the process, but a house "floating in the air" might cost that much and then the site specific conditions (derived from the homesite that *************** already purchased) adds to that cost to arrive at a total cost.
  

  My Response- ****************** gave me a price on house floating in the air of $460,420 which is well below the ******* estimate I was given.
  Silverthorne- We still retain records of all the siteplans, soil borings and estimates and would be happy to provide *************** with those.
  

  My Response- I was the one that provide the soil borings and septic design. I have receipts with my name and date on them.  If this is something Silverthorne paid for, please provide proof of all your receipts. Silverthorne should have NOT paid for this service when I provided it for them directly.
  

  Silverthorne- Most of those will be needed to build a home with any builder. However a refund simply is not possible, in this particular example our job costing system shows $6246.44 in total costs for the site evaluation. We do not guarantee as part of the preconstruction process any price before that preconstruction process is completed. 
  

  My Response- Silverthorne needs to provide proof of the $6246.44
  

  Silverthorne- We collect a $5000 fee for these services in an attempt to cover the costs of the pre-construction phase/services. As you can see we actually spent a little more on this site given some of the complexities it had and we did not elect to bill *************** for those services. We have had other customers who are unhappy with the end result BUT did not buy a lot and fully understood the costs and potential risks and were able to not proceed with the purchase of the land. It sounds like in this case *************** is upset that he cannot construct a home for the budget he has, but his proposed home was one of our largest 2 story home plans. Buyers in similar situaitons often need to pare back their plans in regards to the size of home being built due to the site conditions that exist. It appears from the records and email correspondence that *************** did not want to explore those options for a smaller home that would fit within his budget given the site conditions.
  

  My Response- I am Pre-Approved for over $700,000, which is well above Silverthornes quote.  I simply dont trust Silverthorne or there process.  If Silverthorne would have been more honest with their pricing instead of using the sale tactic of a bait and switch I simply would of gave Silverthorne my business.  I would like a FULL refund. 

  Sincerely,

  
  *********************

  

  Business Response

  Date: 11/06/2023

  
  
  My Response- ****************** gave me a price on house floating in the air of $460,420 which is well below the ******* estimate I was given.

  Silverthorne- That is exactly what is described, a house floating in the air. No site work, no sewer or septic connections, no water/well to the home, no stormwater protection, no permits, no impact fees, no engineering, etc etc etc. Hence the purpose of the preconstruction service we offer. It appears the *************** continues to misunderstand that a house floating in the air is not a complete home.

  
  
  
  My Response- I was the one that provide the soil borings and septic design. I have receipts with my name and date on them.  If this is something Silverthorne paid for, please provide proof of all your receipts. Silverthorne should have NOT paid for this service when I provided it for them directly.  

  Silverthorne- Respectfully, as a the company who takes on the liability of using the reports provided by ***************, we do not let the customer decide to cut corners during the pre-construction process. In point of fact, this well illustrates the fact that unfortunately perhaps it is better that *************** find another builder that will better suit his wishes and needs. The soils test provided by him is for septic suitability, not soil borings for bearing capacity which are also needed. We attempt to educate our customers as best we can, but in this circumstance I cannot argue over something that is factually incorrect. Again, we do not do pre-construction services to make money, we simply do them to give our potential customers a way to determine the cost and feasbility of building on their own lot. 
  
  
  
  Silverthorne- We collect a $5000 fee for these services in an attempt to cover the costs of the pre-construction phase/services. As you can see we actually spent a little more on this site given some of the complexities it had and we did not elect to bill *************** for those services. We have had other customers who are unhappy with the end result BUT did not buy a lot and fully understood the costs and potential risks and were able to not proceed with the purchase of the land. It sounds like in this case *************** is upset that he cannot construct a home for the budget he has, but his proposed home was one of our largest 2 story home plans. Buyers in similar situaitons often need to pare back their plans in regards to the size of home being built due to the site conditions that exist. It appears from the records and email correspondence that *************** did not want to explore those options for a smaller home that would fit within his budget given the site conditions.
  
  My Response- I am Pre-Approved for over $700,000, which is well above Silverthornes quote.  I simply dont trust Silverthorne or there process.  If Silverthorne would have been more honest with their pricing instead of using the sale tactic of a bait and switch I simply would of gave Silverthorne my business.  I would like a FULL refund. 

  Silverthorne- Again, our process is clearly stated in the pre-construction agreement. No one ever gave you a finalized price until the pre-construction process was finished, yet you are accusing us of "bait and switch".  There are other builders who knowingly engage in a contract with lots of allowances and open ended items that are not in the customers favor and rather than do that we try to finalize the budget through the preconstruction process which protects people from a true bait and switch. 

  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20770630
  
  I am rejecting this response because:

  Silverthorne- That is exactly what is described, a house floating in the air. No site work, no sewer or septic connections, no water/well to the home, no stormwater protection, no permits, no impact fees, no engineering, etc etc etc. Hence the purpose of the preconstruction service we offer. It appears the *************** continues to misunderstand that a house floating in the air is not a complete home.
  
  My Response- I understand what was described as "floating in air" with a price of $460,670,  that leaves $63,000 for OYL costs which gives our total estimate to $530,000.
  
  

  Silverthorne- Respectfully, as a the company who takes on the liability of using the reports provided by ***************, we do not let the customer decide to cut corners during the pre-construction process. In point of fact, this well illustrates the fact that unfortunately perhaps it is better that *************** find another builder that will better suit his wishes and needs. The soils test provided by him is for septic suitability, not soil borings for bearing capacity which are also needed. We attempt to educate our customers as best we can, but in this circumstance I cannot argue over something that is factually incorrect. Again, we do not do pre-construction services to make money, we simply do them to give our potential customers a way to determine the cost and feasbility of building on their own lot. 
  

  My Response- The soil tests I provided was a perc test for septic field lay and Structural core samples, I attached them to my response.  I wasn't trying to cut corners, i simply didn't want to pay for the for 2 sets of soil samples.  Now please give me a refund or i will be contacting a lawyer. 
  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/25/2024

  When building a home on a lot that is owned by a potential customer, there may be additional costs and fees that are associated with building outside of a community.  The potential owners did sign a ************************* agreement with Silverthorne Homes. 

  In this signed agreement paragraph 2-A Preliminary Site Analysis-

  1. Preliminary Site Analysis: The Builder shall research current Site limitations and Cost variables that may exist to make site Build-Ready. The cost will then be sent over to the Owners for review. Customer agrees to have site free of all trees at home location in order for a proper site assessment to take place. Builder will have the right to mobilize equipment at the site for a soil boring or septic perc soil tests of the home location & respective lab results to properly analyze the soil composition and its suitability for a home to be placed on it. Certain costs may remain unknown until the final design is completed, such as driveway size, exact landscaping required, final dirt work cost, foundation & footing requirements, etc.

  We also address the Preliminary Cost Estimates in this document as well, this is found in Paragraph 2-D Preliminary Cost Estimates-

  D. Preliminary Cost Estimates: The Builder shall prepare preliminary cost projections based on the design documents as they appear from Design Development through Construction Documents and update the pricing report (price-up sheet) on a periodic basis as revisions are issued and possible. Custom Options will have delays in pricing as they require multiple avenues of research and pricing to develop across multiple trades and vendors. They will consist of cost estimates and all items inferable and required for a complete and coordinated Fixed Price Contract; this budget will provide the basis for establishing such a Contract. Price will not be fixed until contract signing & will be subject to building cost fluctuations that may occur through the design phase. Once Fixed Price Construction contract is executed- the price will be fixed.

  As stated above there was no cost prepared prior to the testing being done at the site.  The floating in air cost was just the cost to build the home, this cost did not include preparing the lot to build said home. We do this to make sure that the cost we are giving the potential client is correct and we are able to provide accurate estimates for the cost of the home.

  Paragraph 4 of the contract addresses the fee structure for Pre-construction services

  4. Fee Structure for *************************: $5,000 DEPOSIT TO COMMENCE PROJECT. This deposit will be credited (subtracted from total) to the Owner at the time of Fixed Price Contract execution. Important to note that Silverthorne Development Co. does not transfer ownership of its proprietary plans should you decide not to proceed with construction. The Deposit shall be non-refundable, and customer is entitled to receive all documents from site analysis.

  In this paragraph, it states that the $5000.00 is non-refundable, it would have been applied to the cost of the home as a credit if the potential client had chosen to proceed with the build.  But that is non-refundable if the potential client chooses not to move forward.

  In the response from the potential client stating that he had already paid to have all this testing done.  It was in the signed contract that we were going to be collecting $5000.00 for the cost of the site testing.  We understand that the potential client had his own testing done on the lot, but as previously stated that becomes a liability concern for us.  In saying that we are not insinuating that the company used by the potential client was sub-par or there was any issue with the company they used.  Silverthorne is a home builder and with that comes extensive liability, we have policies and procedures in place to mitigate those liability risks. We also must look at the dates that testing was conducted. If the testing that the potential client had was over 6 months old then we would not have been unable to use those results and would have needed to retest the lot.

  We do this testing and assessments to make sure that we have all costs adequately stated. It wouldnt have been right to give a client a cost only to have it increase once we start the building process.  We are sorry that the cost that was given after the testing was not what the potential client was expecting, but again we strive to give the most accurate cost we are able to when working with our clients. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 20770630
  
  I am rejecting this response because:
  

  Please provide cost annalist of where my $5000 was spent and provide the result from the testing that was performed.  

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/27/2024

  Silverthorne can send the report to you via email per your request. We would just need an email address to send it to. 

  Thank you.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 20770630
  
  I am rejecting this response because:

  Please send all documents to, **********************************

  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/02/2024

  Good afternoon,

  I have emailed a copy of the soil testing results to the email address that was provided, as well as uploaded the document to the portal here for the BBB.

  Thank you!

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I returned from vacation in November, I noticed my large bay window was shattered. My video camera showed that the incident occurred when Silverthorne was **** hogging the wooded lot next door to me. The **** hog must have hit a rock and sent shrapnel into my window. I contacted Silverthorne and sent them the video and they appropriately paid to replace the window. When I was outside early in the spring, I noticed my coach light also had a couple panels broken. I went back to the video and could also see they broke those panels at the same time. When I contacted Silverthorne this time there VP of operations replied. Silverthorne Homes will not be replacing, repairing, or reimbursing for the light fixture on your home that is broken. We try to be accommodating and respectful to our existing neighbors when building next door to them, but we cannot be held responsible for all damages on a home that *** or *** not occur due to construction next door. Any responsible party that damages someone elses property should pay to fix the property.I cant imagine how their response would justify them not paying for my coach light, but bottom line is they broke it, they should pay for it.

  

  Business Response

  Date: 10/02/2024

  Regarding this complaint about the window and the light fixture; this is not an owner of one of our homes, but an owner of a home that was adjacent to a lot that had been purchased.  Our communications with the owner started in October of 2022.  The lot next to him had been sold and we had reached out regarding the downspout of their home.  We had reached out to advise that we were going to start clearing the lot to build and we were concerned about placement of their downspout as we did not want to have the downspout damaged during the clearing of the lot.  Once the work was completed the downspout could be put back in the same location.  The owner of the home was understanding and moved the downspout so there would be no damage to it.

  It was on November ******* that we were notified of the window that was broken in the front of their home.  The owner advised that they had footage that showed that something was thrown by a piece of equipment and hit the window causing damage.  On November 23, 2022, we notified the owner via email that if he were to have the window repaired and send us the invoice, we would be able to reimburse them the cost of the window. 

  On December 8, 2022, we were sent the invoice by the owner for the cost of the window repair.  A check for the repairs in the amount of $925.00 was sent to the owner for reimbursement.

  It was May 11, 2023, over 6 months after the window damage was found that we were advised of the shattered Coach light.  The owner advised that this light is 10 feet from the window that was broken by our trade.  In the original email that was sent regarding this the owner advised that he no longer had the video of the incident from November but claimed that the light was shattered at the same time.   But he had not walked the property until Spring and that is why the damage was just found.

  Our VP of Operations was advised of this email and consulted regarding this issue.  As there was no confirmation that the light was damaged at the same time of the window, and it was 6 months after the fact Silverthorne would be unable to assist in covering the cost of the light.

  On June ******, the owner again emailed and stated that the light was 10 feet from the broken window and stated that fortunately he had the video of the damage that was done to the window, so he was not out of pocket for that repair.   It was on June 7, 2023, that we received an email stating that if you watch closely, you can just barely see the same shrapnel that broke the window also broke the coach light.  This statement contradicts the original email from May 11, 2023, stating that he no longer had the video footage. 

  Our VP of Operations reached out to the owner directly via email and advised that Silverthorne Homes would not be replacing, repairing, or reimbursing the light fixture.  We try to be accommodating and respectful to our existing neighbors when building next door to them, but we cannot be held responsible for all damages on a home that may or may not occur due to construction next door. 

  We have reimbursed you for your previously broken window and consider this issue closed.

  We considered this issue as closed due to Silverthorne covering the cost of the damage that could be proven to be the fault of our tradesman. Silverthorne did not feel it necessary to cover the cost of damage that could not be proven to be the fault of us or our trades.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 20423939
  
  I am rejecting this response because: the reason for the delay is that I spend my ******* in *******.  I found the smashed window when I came up for Thanksgiving. I didnt notice the coach light until I returned in the spring. I could find the video but then remembered I texted a copy of it to them and found it again on the sent text.  Bottom line is I proved in the video that they broke the coach light and they should be responsible to fix it.  No excuses 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 9th, 2023, I contacted Silverthorne requesting a refund of my deposit in the amount of $25,866.45. Silverthorne failed to complete the home by the one year **** (as stated in our signed contract) and so we requested a refund that we are rightfully entitled to. They have refused to refund our deposit after multiple emails. Our one year **** was on February 8th. We didn't even have a completion date when we sent them the email. I am attaching the contract where it states we are entitled to a refund of our deposit and the email we sent them. I also had an attorney review our contract and confirmed we are entitled to a refund. I have attached doc/letters in which our attorney responded to sliverthorne.

  

  Business Response

  Date: 06/23/2023

  This matter was reviewed by Silverthorne attorneys. Our contract provides a provision as described in the attached message sent by our president to the customer. The customer also purchased another home and did not tell us or his mortgage lender and was in default of the contract. We have heard nothing from his attorney and/or him since the letter was sent. If he truly does have an attorney, why that attorney would not reach out to our attorney to discuss the matter is beyond me. We have never illegally taken someone's deposit, nor do we want to, but when someone is in default we cannot be stuck with a custom home that requires changes to sell to another party and incur those damages which is why such a deposit is taken and is clearly stated in the contract to be non-refundable at that time. 

• Initial Complaint

  Date:01/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/23/21, my wife and I signed a contract with Silverthorne Homebuilders (Note: This listed Silverthorne Homes business is the appropriate selection per your BBB website, their main office is listed at ***************** ****** **). Before I continue, I have to address something that supports my claims. As seen on this BBB site, under SIlverthorne Homes, one of the three viewable BBB complaints (dated 5/16/22) is interesting. Here's why: the business states the complainant is referencing the wrong builder & the business calls out the anonymous individual by name. The ironic part, ***** lives right across the street from me, his major problem is still unresolved.Anyway I digress, throughout the build we had been misinformed, underinformed, twice told to stay out of the house/limit communication, had countless unwarranted closing extensions. Our superintendent was generally absent, did not verify work per plans, and appeared under the influence at times. Other issues...-Did not notify our attorney of closing date, was without one -Home filthy upon taking possession -Nobody talked to each other, generally scrambling or making up a response -Last walk to mark issues resulted in 90% of those issues remaining post move in -Severe lack of communication, days to weeks of silence became norm. Intermittent weekly Friday updates -Lied about house plans being submitted, verified per ************* they had not been -House unsecure countless times: garage door open, front door unlocked, broken back slider lock -Contractors unable to get into house to work, due to no Silverthorne rep, so they left -Showed/videoed/photo'd our house without our permission/knowledge -Lot/street/drains littered with trash/construction debris post move in -Changed our Grand appliances order on us, we had paid in entirety out of own pocket, not financed in loan -Many unresolved warranty claims with no resolution -Advising me I do not understand warranty process, forcing attorney action unto us

  

  Business Response

  Date: 09/25/2024

  After this complaint was filed, the now homeowner and the owner of Silverthorne had several messages sent between the two of them in our online portal trying to resolve the issues.  Silverthorne maintains that the concerns that were brought up by the homeowner were found to be non-warrantable as the items fell within industry standards per our home warranty document the **** Guidelines.

  During the conversations it became apparent that the homeowner was not happy with their home and Silverthorne did offer to buy the home back from the owner to rectify this issue.  The owners declined this offer.

  In the complaint the now homeowner states that the home was shown and pictures taken without their approval.  Up until the time the keys are turned over to the owners at the closing, Silverthorne retains ownership of the land and the building.  As Silverthorne had ownership, we did not have to gain permission for photos to be taken, or to allow walks within the home.

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home from Silverthorne on September 10, 2021. At the time of our closing we were were not prorated for the property taxes. Per the contract that we signed, item number 3. PRORATIONS states "General real estate taxes for the previous year will be paid by the Seller upon receipt of tax bills. Upon receipt of the tax bill for the current year a REPRORATION will be made based on the date of the county assessor's office changed the property classification from vacant to fully improved and the Seller shall pay to Buyer, Seller's pro rate share of the tax bill. Buyer shall be responsible for paying the current tax bill. According to this, Silverthorne should be cutting us a check for the first 9 months of 2021. they have refused countless times saying that it is my responsibility. I have emailed the president of the company, VP of operations, contacted customer support, they have stopped responding to me. The last time anyone mentioned anything was over the customer support app and that was back in May. I had to get a lawyer to see what can be done, but even then they have stopped responding to me lawyers requests. This is such a small matter, they are in breach of the contract, it is clear that they owe me money for when the property was listed as vacant. I have attached all documents that my lawyer gathered.

  

  Business Response

  Date: 09/25/2024

  The Complaint states that the home closed on 9/10/2021 and that a prorate was needed for the 2021 property taxes.  At the time this home was built the city of ***** did not require property taxes to be paid on the vacant lot.  The taxes were not assessed until after the closing on the home when the new property assessment was completed.  The tax bill for 2021 was $2678.37, this cost was just for the taxes from 9/10/2021 to 12/31/2021.  For reference the tax bill for 2022 was $11,014.02.